• US Regional role in an ever-growing region for Howden covering Infrastructure Support

• This key role forms part of a distributed, global infrastructure operations team that is responsible for the continued availability and support of a hybrid on-premises and cloud infrastructure.

• Specifically, working within a global IT infrastructure team, providing support for local Cloud, Data Centre, and network infrastructure by drawing upon their wealth of practical and technical experience support within the US.

• This is a hands-on role and will work within a fast-paced environment supporting the US region.

Technical skills required for the role:

• Demonstrate extensive experience working as a cloud/infrastructure engineer or in similar IT roles.

• Extensive experience working with cloud technologies such as Microsoft Azure and M365.

• Extensive experience working with multi-site and multi forest Active Directory environments, group policy and DNS.

• Extensive experience working with common Microsoft technologies such as patch management, mobile device management and monitoring systems.

• Extensive experience working with Windows desktop, including all levels of troubleshooting.

• Extensive experience working with cloud, server, desktop, network and telephony providers.

• Extensive experience working with datacenters

• Good knowledge of networking - Layer2/3, dynamic routing, MPLS and firewall management.Cisco, Palo Alto firewalls, CATO SD-WAN experience preferred.

• Good knowledge of IT security practices and the implementation of tools that provide event logging and alerting.

Desirable Experience

• Good knowledge of Microsoft server technologies (Windows 2022, 2019, 2016, and 2012)

• Good knowledge of Active Directory, DHCP, DNS & Group Policy

• Good knowledge of SCCM and patching

• Good knowledge of Nutanix/VMware/HyperV

• Good knowledge of Azure

• Experience with Office 365/CoreView

• Experience scripting for example PowerShell

• Experience with Anti-Virus technologies such as Tanium/CrowdStrike

• Knowledge of identity management solutions such as EntraID

• Knowledge of proxy services such as Netskope

• Keyfactor PKI and certificate lifecycle management solutions, including certificate issuance, renewal, revocation, monitoring, and automation.

• Administered and supported Imperva security solutions, including Web Application Firewall (WAF),

The role requires:

• Demonstrate examples of similar successful positions in the past.

• Be highly collaborative with the current team, management structure and business leaders.

• Demonstrate a very high level of customer service and empathy to the customer issues.

• Worked in the insurance or financial services sector previously.

• Demonstrate a ‘Can-Do’ attitude.

• Be an excellent all-round communicator through verbal and written communication, possibly multi-lingual with Spanish being highly desirable.

Achieve Results through Relationships with All Parties

• Deliver a personal performance that contributes towards Group and/or Company achieving their objectives.

• Achieve lasting relationships with all parties (internal clients, suppliers, third parties and other staff)

Delivery of Service

• Consistently deliver an excellent and comprehensive service

Conduct and Integrity

• Ensure all dealings are carried out with integrity and professionalism.

• Act in utmost good faith, in accordance with Group and/or Company policies and never risk the Company’s or the Group’s reputation.

Development and Professionalism

• Continuously develop skills and knowledge

• Develop others where you are responsible for their performance.

• Must possess a passion for quality and continuous improvement.

• Able to multi-task and prioritise appropriately.

Clients

• Develop strong relationships with the Business Units

• Respond to the Business Units’ requirements as appropriate.

• Support the business units with their use of the IT systems.

• Behave with all clients (both internal and external) fairly and ethically with excellent customer service.

• Take ownership of issues and provide updates to users on outstanding issues.

Administration

• Ensure up to date records are always maintained on the Group and Company systems.

• Interpret instructions and issues arising, and then implement actions according to policies and procedures.

Support

• Providing escalation support to the Group IT Service Desk

• Ensuring all changes to production services are subject to change control.

• Producing and update documentation to improve the efficiency and effectiveness of systems.

• Conducting root cause analysis following unplanned disruptions to improve system availability.

• Conduct Problem Management of repeat incidents affecting business services.

• Experience with incident management systems, identify incident trends and gather relevant information systematically to troubleshoot and resolve issues.

• Strong analytical, problem solving and decision-making skills.

Compliance

• Ensure compliance with all applicable Group and /or Company policies and procedures.

• Ensure correct authorisation is obtained and processes followed when required by the Group and/or Company policies and procedures.

• Ensure compliance with legal and regulatory requirements.

• Ensure that own performance, HR, and T&C records are up to date and meet the Group’s requirements.

• Maintain accurate records and deal with correspondence appropriately.

• Ensure compliance with Anti Bribery and Corruption policy and procedures.